Are you passionate about making a positive impact on people’s lives? Do you excel in communication and negotiation? If so, we have the perfect role for you Role Details: Job Title: Customer Service Advisor - Billing Location: Sir Christopher Harding House, North Shore Rd, Whitehaven, Cumbria, CA286AX Contract: 12-month temporary assignment with potential to become permanent Hourly Pay Rate: £12.77 per hour Training: Full training provided, Monday to Friday, 9am - 5pm for 8 weeks Working Hours: 4-week rolling rota, 37 hours per week Role Responsibilities: We are seeking enthusiastic individuals to provide friendly customer service through various channels, including phone, web-chat, email, or written correspondence. To succeed in this role, you must prioritise your workload, react quickly, and work accurately, all while maintaining integrity, sensitivity, and empathy. Deliver the highest levels of customer satisfaction and service at each interaction. Manage customer contacts from receipt to resolution, ensuring all promised actions are completed and customers are kept informed. Gather customer data to ensure records are complete. Investigate and resolve customer queries to their satisfaction. Discuss payment method options with customers. Aim for telephone resolution. Escalate accounts to Team Leaders when necessary to ensure the best outcome for the customer. Handle complex back-office tasks such as splits and mergers, refunds, surface water queries, high measured bills, and new builds. Proactively contact customers based on their interactions and feedback on automated systems. Rota Option 1 - Standard: Week 1: Mon - Fri 9-5 Week 2: Mon - Fri 10-6 Sat 8-4 (including rest day) Week 3: Mon - Fri 12-8 Week 4: Mon - Fri 8-4 Rota Option 2 - Shorter Fri & Sat: Week 1: Mon - Thu 8-5, Fri 8-12 Week 2: Mon - Fri 9-6 Sat 10-2 (including rest day) Week 3: Mon - Thu 9-6, Fri 9-1 Week 4: Mon - Fri 11-8 Sat 11-3 (including rest day) Join us and be part of a team that values customer satisfaction and service excellence